Here is a list of error codes you might encounter in the Avigilon Alta Open mobile app. Click on the error code for more information and troubleshooting steps.
Quick links
1000/2000 Schlage Error Codes
1567 Schlage Unlock Not Authorized
1576 Failed to unlock entry state locked
474-A Invalid Credential
474-B Provisioning Delay
476 Locked Entry
477 Unlock Not Allowed
477 Lockdown Override Not Allowed
479, 480 Out of Range
486 Anti-Passback
487 First-In/Last to Leave
490 Access Schedule Restriction
491 Lockdown
492 User Schedule Restriction
494 Occupancy Restriction
-1 Time Out
444 MFA - Credentials do not belong to the same user
445 MFA - Invalid Credential
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462 Bad Entry ID
Other Error Codes
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Error codes between 1000-1999 and 2000-2999 are related to Schlage wireless locks. To troubleshoot these errors, restart your phone’s Bluetooth by going into your phone’s settings and toggling off and on your phone’s Bluetooth.
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If you’re still having trouble, please contact Avigilon Alta Support by tapping “Send Feedback” in the Avigilon Alta Open app.
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To unlock a Schlage wireless lock, you need appropriate access to the entry.
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Run an Entry Audit Report to make sure that the user has access to the entry
Go to Devices > Wireless Locks and Wireless Lock Gateways and check that both devices are connected and online
Go to Users > Users, click on the name of the user, then click on the Credentials tab. Edit their mobile credential to set a start date to a date in the past
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If you’re an end user:
Reach out to your admin, the entry is in lockdown and the credential does not have over-ride permissions
Reach out to your admin, privacy mode is enabled and the credential does not have over-ride permissions
Reach out to your admin, the entry is set to "No Entry" and this credential does not have override permissions, we don't grant the request
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Either change the entry state or grant the credential over-ride permissions
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There are a few reasons why you might receive this message:
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If your phone is your primary device, log out of the Avigilon Alta Open app on your phone and log back in
If you restored your phone from a backup, delete and re-install the Avigilon Alta Open app
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You receive this message when you attempt to unlock an entry too soon after clicking the Setup link when registering your mobile credential, or when an entry is still setting up. Try waiting a few minutes before attempting to unlock the entry. If you’re in an organization with a lot of entries, you may need to wait up to 15 minutes before unlocking will work.
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When an entry is disabled or in a “Locked - No Entry” state, no access is allowed regardless of your credentials. For example, your facility might disable access to certain doors at night and not allow users to open them.
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Note: Avigilon Alta Support cannot make any changes to your access schedule. |
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You receive this message when you attempt to unlock the reader using an unlock method that is not currently allowed—for example, if you try to Wave to Unlock at a reader that only allows in-app unlock requests. Your facility manager determines which unlock methods are allowed at an entry. See What are Entry States?
You might also receive this message if you are using an allowed method, but your phone’s Bluetooth isn’t working properly—in this case, your phone is considered out of range of the reader because we use your phone’s Bluetooth signal to determine proximity to the reader. See Avigilon Alta Open Android Mobile App Troubleshooting and iPhone BLE Troubleshooting
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When you tap and hold the unlock button in the Avigilon Alta Open app, you are attempting an Override Unlock. When an entry is in lockdown, only those with override permissions may Override Unlock the entry, and only those with revert permissions may revert the Lockdown Plan. See How do I trigger/revert Lockdown Plans?
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Note: Avigilon Alta Support cannot make any changes to your lockdown permissions. |
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If you attempt to unlock an entry when you’re not within Bluetooth range of the reader, that is considered a Remote Unlock. Ranges may vary across different readers. If you do not have Remote Unlock permissions and/or the entry does not allow Remote Unlocks, the attempt will fail. Your facility manager determines these settings. See What is Remote Unlock and how do I use it?
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You might also receive this message if you are near the reader but your phone’s Bluetooth isn’t working properly—in this case, your phone is considered out of range of the reader. See Avigilon Alta Open Android Mobile App Troubleshooting and iPhone BLE Troubleshooting
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Anti-passback is a way of deterring the sharing of credentials. It is commonly used with parking gates—you must badge in before you can badge out. If you receive this message, try unlocking a different reader in this area, or ask your facility manager to reset your Anti-passback settings. Learn more about Anti-passback settings here.
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In order to use the Last to Leave feature, the entry must have First In configured. Your facility manager determines these settings. If you are an administrator, see How do I set up First to Unlock and Last to Leave?
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If you receive this message, either you do not have access to the entry due to the entry’s schedule, or you are using an unlock method not allowed according to the entry’s schedule. For example, your facility might allow users between 9 am and 5 pm Monday through Friday and if you attempt to access an entry outside of these hours, you’ll be denied.
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Note: Avigilon Alta Support cannot make any changes to your access schedule. |
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When an entry is in lockdown, only those with override permissions may unlock the entry, and only those with revert permissions may revert the Lockdown Plan. See How do I trigger/revert Lockdown Plans?
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Note: Avigilon Alta Support cannot make any changes to your user permissions. |
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If you receive this message, you either do not have access to the entry at this time due to your user schedule, or you are using an unlock method not allowed by your user schedule. For example, your account might only have access to this location between 9 am and 5 pm Monday through Friday and if you attempt to access an entry outside of these hours, you’ll be denied.
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Note: Avigilon Alta Support cannot make any changes to your access schedule. |
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If an area is configured with an occupancy limit, then you may not be able to unlock an inbound reader until someone has unlocked an outbound reader.
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This message might appear when:
Your device’s Bluetooth/Internet is unavailable
If your mobile credential can’t communicate with Avigilon Alta, see Avigilon Alta Open Android Mobile App Troubleshooting and iPhone BLE Troubleshooting
An Access Control Unit (ACU) is offline and you’re attempting to unlock over Wi-Fi/Cellular (as opposed to Bluetooth)
Facility managers can receive alerts and monitor ACU status in the Control Center. See How do I troubleshoot Controllers and Readers?
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You received this message as you are attempting to complete an unlock with the same credential types. Please use two different credential types when unlocking this entry.
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You received this message as you are attempting to complete an unlock with the same credential types. Please use two different credential types when unlocking this entry.
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You received this message as there was a timeout between credential events. This means you took too long between entering your credentials.
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You received this error as you are choosing an invalid unlock type when multiple entries are assigned to one reader. Please verify what type of mobile unlocks are allowed on this entry with your system administrator.
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You receive this error if an entry is added after a user already logged into the app, but the app doesn't see the new entry yet. To resolve this try refreshing the app by swiping down on the screen just below the badge, you will see it say ‘Refreshing data…’ at the bottom of the screen. If that does not update the entries We suggest logging out and logging back in.
Click the three bars on the top left of your screen
Click Settings
Click Log Out
Follow the steps to log back in
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If you receive any error code not listed here, contact Avigilon Alta Support by tapping “Send Feedback” in the Avigilon Alta Open app.
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